A&B Swindon
  • Full Time - Permanent
  • Swindon
  • Posted 1 week ago

A&B Recruitment A&B Recruitment

A&B Recruitment

Customer Service Coordinator

Location: Swindon

Salary: £17,250 will rise to £18,750 after successful completion of probationary period

Hours: 8:30 – 5:00 Monday to Friday

Overall function of the job

Ultimate responsibility for a number of customer accounts and driver routes as allocated. To manage, maintain and retain core customer base through building relationships by consistently providing high levels of customer service and support to all the Customers, liaising with other departments as required.

Key Tasks

  • Account Management. Build and maintain relationships with customer accounts as allocated.
  • Process and Input all orders accurately onto system and print ensuring all are allocated into the corresponding tray.
  • Route call customer’s daily, amending deliveries as required.
  • Process customer terminations whilst establishing the reason for this.
  • Proactively attempt to “save” accounts, resolving any problems where necessary.
  • Follow up calls to ensure customer satisfaction.
  • Respond to and resolve all customer requests and queries in a timely manner and within the agreed timescales, taking ownership of these queries.
  • Ensure all “Special deliveries” are delivered and completed within the agreed timescales and update the customers prior to a delivery being missed.
  • Amend dates, names and routes as required.
  • Responsible for maintaining and working with drivers on your designated routes on a daily basis.
  • Perform all administration tasks accurately and on time in accordance with procedures.
  • Work closely with colleagues throughout the business on a daily basis.
  • Able to identify customer needs and report sales opportunities when required.
  • Ensure adherence to all health and safety requirements
  • To undertake any other additional tasks as required by the Company.

Key Performance Measures

  • All calls answered politely within agreed timescales.
  • All orders processed accurately and audit trail available.
  • Reduction in the number of customer complaints.
  • Customer retention improved.
  • Reduction in customer call backs.
  • Database accurate and up to date.
  • Reduction in the number of “quits”
  • Customer revenue targets achieved.
  • Full audit trail on all terminated / saved accounts.
  • Maintain customer satisfaction at all times.
  • Reduction in number of queries.
  • Reduction in the number of customer complaints.
  • No deliveries are missed due to information errors.
  • Good working relationships with drivers and knowledge of routes.
  • Maintain key contacts and excellent working relationships.
  • Growth in existing customer’s business.

Personal Competencies

  1. Work on own initiative as well as part of the team
  2. Ability to take ownership of customer queries and accounts.
  3. Excellent telephone manner and communication skills
  4. Excellent planning and organisational skills
  5. Ability to proactively manage a varied and demanding workload
  6. Good eye and keen attention for detail.
  7. Excellent customer service skills and ability to cope well under pressure.

Knowledge

  1. Good understanding of the routes and geographical areas.
  2. An understanding of the products and services available.
  3. Previous customer service experience.

To apply for this job email your details to swindon@abrecruitment.co.uk

Apply using webmail: Gmail / AOL / Yahoo / Outlook

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